Cell service shows disconnected in diagnostics

@cmartorelli first, you should be fine. My system shows Cell disconnected. If I get off WIFI, it shows connected. All is aok. You should do a test signal while your system is off WIF and confirm for sure.

Next up, what you went through with SS support should not have happened. I would call again, and explain why you are calling and politely insist to speak with a supervisor.  Once you get one, give a short summary of what happened and suggest retraining is required.  Again, only if you want to go the extra mile. This should not have happen, no doubt, a result of SS's large hiring effort to have resources catch up with demand.

Update: I just disconnected my system from WIFI, sent test signal and got text and phone confirmation in seconds.

I was installing a new wireless router this past weekend and I noticed that whenever I was disconnected from wifi, the cell picked it up.  I verified this by looking at the keypad.  I also used the app on my phone to turn the alarm off and on and check settings.  When I was not on wifi, I was still able to do all of that.

Wait, if your are hooked up on your wifi doesn't it say cell signal disconnected? Then when wifi goes out it will automatically hook up to cell backup? When i am on wifi and go in diagnostics it says cell disconnect but i take it off of wifi and it says cell connected or am i reading this all wrong. Im at work so forgive me lol

That's exactly how it is supposed to work.  That's how it works for me.

@cmartorelli, your patience is admirable.  With the large number of new hires, it takes time to make them truly effective.  I am sure SS will have everyone up to speed in the coming weeks; now if they can only continue to expand resources for next holiday season.

Thank you, everyone for your help. Hopefully someone from Simplisafe will read this and inform their tech support people. I know those guys have a hard job.